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Payment security starts before a customer enters any payment information. The customer should confirm that the checkout belongs to the expected website, review the order details, and complete payment only through the official checkout flow. Card numbers, account passwords, and one-time verification codes should never be sent through email, chat, social media, or another external message.
Use only the official checkout flow
A legitimate marketplace order should remain inside the platform's normal checkout process. A seller, supplier, or other person should not ask a customer to complete payment through a separate transfer, external payment link, private message, or unrelated website. Moving payment outside checkout removes the transaction from the normal order record and may make payment or order issues harder to investigate.
- Open checkout from the official Wookex website rather than from an unexpected message or unfamiliar link.
- Confirm that the domain and page appearance match the website the customer intended to use.
- Do not follow requests to pay a seller directly or bypass the marketplace checkout process.
- Stop before paying if the page redirects unexpectedly, displays a browser security warning, or requests information unrelated to the purchase.
Check the HTTPS connection
The checkout page should load through HTTPS. HTTPS helps protect information sent between the customer's browser and the checkout system while it is in transit. Customers should not enter payment details when the browser reports that the connection is insecure, the certificate is invalid, or the page cannot be verified.
HTTPS is an important connection-security check, but it is not a substitute for reviewing the website, product, seller information, and order details. A secure connection does not guarantee that every listing is accurate or that every purchase will be free from normal ecommerce risks.
Review the complete order before paying
Customers should review the final checkout summary instead of relying only on the product-page price. The amount due may include the product price, selected quantity, shipping charges, taxes, fees, discounts, or other applicable amounts. Product availability and pricing may also change before checkout is completed.
- Confirm the product, variation, quantity, and delivery address.
- Review the product price, shipping cost, taxes, fees, discounts, and final total.
- Check the available shipping information and return eligibility.
- Confirm that the selected payment method is the one the customer intends to use.
- Correct inaccurate account, billing, or delivery information before submitting payment.
Keep sensitive payment information private
Sensitive payment information should be entered only where it is required during checkout. Wookex support, a seller, or another party should not need a customer's complete card number, account password, PIN, or one-time verification code through an ordinary message. A customer receiving such a request should not provide the information and should report the interaction.
- Do not send complete card details through email, support messages, social media, or seller chat.
- Do not disclose account passwords, banking passwords, PINs, or one-time authentication codes.
- Use a device and network the customer trusts, especially when entering payment information.
- Protect the Wookex account with a unique password and prevent unauthorized access to the associated email account.
Understand failed or declined payments
A declined payment does not automatically mean that the marketplace or payment system is malfunctioning. A bank or payment provider may decline or delay a transaction because of incorrect details, authentication requirements, account limits, insufficient funds, fraud review, network problems, or other processing conditions.
- Check that the payment and billing information was entered correctly.
- Review any authentication request or message provided by the bank or payment method.
- Avoid repeatedly submitting the same payment when the reason for the failure is unclear.
- Contact the bank or payment provider when the decline appears to originate from the payment method.
- Contact Wookex support when the payment status or order status remains unclear.
Respond quickly to suspicious transactions
A customer who notices an unfamiliar, duplicated, or unauthorized transaction should act promptly. The bank or payment provider controls the payment account and should normally be contacted first so it can secure the account, review the transaction, and explain the available dispute process. Wookex support should also receive the relevant order and account information so available marketplace activity can be reviewed.
- Contact the bank or payment provider promptly using its official support channel.
- Secure the affected payment account and follow any instructions provided by the financial institution.
- Change the Wookex password if account access may have been compromised.
- Contact support@wookex.com with the order number, account details, payment status, transaction date, and a description of the issue.
- Do not include complete card numbers, passwords, PINs, or one-time verification codes in the support message.
Keep payment and order records
Customers should retain the order confirmation, payment status, order number, and relevant messages after checkout. These records make it easier to identify whether a transaction belongs to a legitimate order and provide useful context when contacting the bank, payment provider, seller, courier, or Wookex support.
A payment authorization or charge is not the same as guaranteed fulfillment. Order processing may still depend on payment confirmation, product availability, seller handling, marketplace review, and fulfillment status. Refund timing can also vary based on eligibility review, payment method, payment provider, and bank processing.
